Job Information
Kitsap Credit Union Help Desk Supervisor in Bremerton, Washington
About Us Kitsap Credit Union is a not-for-profit, member-owned financial cooperative with more than 300 employees and 16 branches throughout Western Washington. We have a passion for making a positive difference. As a $2 + billion-asset credit union, we are deeply committed to our members' financial wellbeing and the prosperity and quality of life in the communities we serve. We are proud to be led by individuals with the experience and skills to drive our organization towards our goals for strategic growth and operational excellence. Our KCU Cares Foundation program focuses on providing resources and support for those struggling with homelessness or hunger and improving the financial well-being of the people in our communities. And beyond monetary efforts, we have provided thousands of hours in staff volunteerism and in-kind support. At Kitsap Credit Union, our success is built on trust-based relationships and personalized service. We understand our employees are key to our success. They provide the personalized service to our members and contribute to the communities where we live. We are committed to providing a supportive, mission-driven, and inclusive culture where employees can grow their careers. To learn more, visit kitsapcu.org. About the Role Kitsap Credit Union is hiring a full-time salaried Help Desk Supervisor to work hybrid out of our harborside corporate office in beautiful Bremerton, WA. This position is responsible for overseeing the daily operations of the Help Desk team, ensuring efficient and effective technical support to all end users. This role involves managing a team of support technicians, resolving escalated issues, optimizing workflows, and maintaining high service standards. The position oversees staffing capacity planning, service process design, performance analysis, and developing proactive resolution plans. The position will also contribute to escalated problem resolution by giving in-person, hands-on support to end-users when necessary. Quick Facts Reports to: VP, Information Technology Employment Type: Full-time, salaried, exempt, hybrid Salary Range: $65,136 - $78,000 depending on experience Working Hours: Monday - Friday 8AM - 5PM Bonus Target: 8% potential incentive of base pay Grade: 10BC Industry: Banking What you will do * Supervise, train, and mentor a team of help desk technicians. * Set clear objectives, provide guidance, and expectations for daily work on-call rotation. * Handle escalated issues and complex problem resolution. * Ensure timely and accurate resolution of technical problems. * Develop and implement efficient help desk policies, procedures, and best practices. * Develop Service Level Agreements (SLAs) to establish problem resolution expectations and timeframes. * Optimize processes to enhance team productivity and service quality. * Address customer concerns and inquiries professionally. * Maintain accurate records of support activities, trends, and resolutions. * Generate reports on help desk performance metrics and KPIs. * Assess ticketing system configurations for improvements based on trends and feedback. * Oversee development and communication of help sheets, usage guides and FAQs for end-users. * Prepare budget proposals and operational expenditure statements. * Ensure appropriate training initiatives for new and existing employees. * Attend training seminars, conferences and trade shows to broaden knowledge of current and future Service Desk issues and technologies. * Plan and conduct performance appraisals of Help Desk employees, administer disciplinary action, raises, bonuses and promotions when necessary. Basic Qualifications * Associate's degree in Information Technology, Computer Science, o